Customer Success Manager

Location: Remote (U.S.) • Full-Time

Team: Customer Success

Mindset: Do you like owning outcomes, not just accounts? Read on.

About Nametag

Nametag is a category leader in identity verification, security, and account protection. We work with security-conscious enterprises where trust, reliability, and long-term partnerships matter. We’re building a world-class, remote-first Customer Success organization that takes real ownership of customer outcomes—not just renewals on a spreadsheet.

We value intellectual curiosity, collaboration, and a strong sense of responsibility in protecting enterprise security.

About the Role

We’re hiring a Customer Success Manager to own the post-sale customer relationship end-to-end. This role is accountable for successful onboarding, ongoing value delivery, executive alignment, and commercial renewals across a portfolio of enterprise customers.

This is not a reactive support role and not a glorified account manager. You are the conductor. You’ll coordinate onboarding, guide customers through adoption milestones, surface risk early, and ensure Nametag is delivering measurable security and business value over time.

The best person for this role enjoys being close to customers, is comfortable driving difficult conversations when needed, and thinks in terms of outcomes, not activities.

Responsibilities

• Own the overall customer relationship for a defined pod of enterprise accounts from onboarding through renewal.

• Lead structured onboarding journeys in partnership with Solutions Engineering and Support, ensuring customers reach first value quickly and correctly.

• Develop and maintain success plans aligned to customer goals, use cases, and risk profiles.

• Drive ongoing adoption through regular check-ins, Strategic Business Reviews, and proactive recommendations tied to customer security and identity outcomes.

• Act as the primary point of coordination across Support, Engineering, and Product for customer-impacting issues.

• Identify risk early (usage gaps, stakeholder churn, stalled initiatives) and run clear mitigation plans.

• Own renewal motions end-to-end, including forecasting, stakeholder alignment, and commercial conversations. Proactively identify expansion opportunities and ensure the right sales partners are engaged at the right time.

• Capture customer feedback and usage patterns, and translate them into actionable insights for Product and Leadership.

• Advocate for best practices in identity, authentication, and account protection—helping customers mature over time, not just “go live.”

What You’ll Work With

• Enterprise customers running complex IAM and security environments.
• Success tooling  - Pylon, HubSpot
• Product usage data, onboarding milestones, and renewal forecasts.
• Cross-functional partners in Solutions Engineering, Support, Product, and Sales.
• Executive stakeholders on both the customer and Nametag side.

Qualifications

• 3–7 years experience in Customer Success, Account Management, or Post-Sales roles in B2B SaaS.
• Direct ownership of renewals and retention, ideally in an enterprise or security-adjacent product.
• Proven experience running structured onboarding and long-term customer success motions.
• Strong executive communication skills—comfortable with CISOs, IT leaders, and senior operators.
• Ability to balance empathy with accountability: you can be a trusted partner without avoiding hard conversations.
• Bonus: Experience in security, identity, IAM, or adjacent infrastructure products.

Who Will Succeed in This Role If

• You think customer success is about measurable outcomes, not check-the-box activities.
• You’re comfortable being accountable for retention and renewal numbers
• You enjoy driving clarity when customers are busy, distracted, or under-resourced.
• You can zoom out to strategy and zoom in to execution without losing momentum.
• You don’t wait for problems to escalate—you surface them early and deal with them directly.

Why Join

You’ll have real ownership. Your work will directly influence retention, expansion, and customer trust in a security-critical product. You’ll partner closely with leadership, shape how we scale Customer Success, and help define what “great” looks like for enterprise customers at Nametag.